Aim or goal of position
To provide a warm, friendly and professional welcome to visitors and callers to the Hospice. Ness House reception is located at the front of the building and is the main hub of activity dealing with all aspects of Hospice services.
Main responsibilities and suggested activities
- Provide a warm, friendly and professional welcome to visitors and callers to the Hospice.
- Support the Reception Supervisor.
- Answer telephone calls in a professional manner and operate the switchboard.
- Taking and passing on messages in line with our procedures.
- Dealing with enquiries either on the phone or face to face – this will require good problem solving skills and use of initiative.
- To work with the Ward Clerk and Visitor Liaison volunteers to ensure that communication is well maintained (especially regarding visitors, admissions, discharges and deaths).
- Keep up to date with current information about the Hospice and about events.
- Ensure the smooth flow of communication by informing other volunteers coming on shift.
- Maintain a tidy reception area.
- To assist the wider Hospice team (upon request) with ad hoc tasks such as stuffing envelopes, folding raffle tickets, and/or other activities dependent on volunteer knowledge, skills, and experience.
Skills / attributes and/or qualification(s) required
- Previous experience in a reception role or proven competence in phone handling.
- Confidence using e-mail is essential with knowledge of Outlook desirable.
- Prior knowledge of using office equipment would be beneficial.
- Convey excellent customer service through communication and team working skills.
- Flexible and adaptable with the ability to multi-task.
- Ability to maintain confidentiality at all times.
- An understanding of and commitment to Highland Hospice core values, vision and purpose.
Estimated hours
4 hours per shift. 9am-1pm; 1pm-5pm; Five days per week.Work site
Ness House, Highland Hospice, Inverness
